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Rights in case of delay

Here you will find information about what applies in the event of delays, your rights, and how to apply for compensation.

If your train is expected to be more than 60 minutes late to the final destination, you have certain rights. You can apply for compensation if your train arrives more than 60 minutes late.

Is your train delayed?

Find information about current and planned service changes under travel information.

If your train or bus is expected to be delayed by more than 30 minutes, we will inform you via SMS using the mobile number provided in your booking.

What happens if the train is delayed by more than 60 minutes?

If your train is expected to be delayed by more than 60 minutes to the final destination, you have the following options:

  • Cancel the journey: Get a refund of the ticket price if you do not wish to continue the journey.
  • Rebooking: Rebook your journey to another departure with Snälltåget.
  • Continue the journey: Continue to your final destination. If the train arrives more than 60 minutes late, you can apply for delay compensation.

Exception for night trains:
Night trains may make up time during the night. To be considered delayed at the final destination, a delay of more than 180 minutes at departure is required. The timetable on your latest ticket is compared with the actual arrival time.

If you want to cancel your journey

You can cancel your journey and receive a refund for the unused part.

How to cancel:

  • Cancel your journey before the train’s new scheduled departure time.
  • Go to My Journey and log in with your booking number and email address.
  • Select "Cancel" in your booking details.

After cancelling, you must also email snalltaget@snalltaget.se with your booking number to receive your refund (or voucher if applicable).

If you want to rebook your journey

At present, you need to contact Customer Service to rebook your journey in case of delay.

How to rebook:

  • Email snalltaget@snalltaget.se before the train’s new scheduled departure time.
  • Include your booking number and the departure you wish to change to.

If you want to apply for compensation

If you continue your journey and arrive more than 60 minutes late, you are entitled to compensation under EU regulation:

  • 60–119 minutes: 25% of the ticket price
  • 120 minutes or more: 50% of the ticket price

How to apply:

  • Go to My Journey.
  • Log in with your booking number and email address.
  • Select "Delayed?" (this appears once the final train in your booking has arrived).

Please note:

  • You can apply only after all journeys in your booking are completed.
  • You must apply within two months of the delay.
  • No compensation is given if you were informed of the delay before purchase.
  • No compensation is given for extraordinary circumstances (e.g. trespassing, sabotage, extreme weather).
  • We do not compensate additional costs such as loss of income.

Missed connection

Snälltåget services and connecting buses
If you are continuing your journey with Snälltåget or a connecting bus, we will usually wait for the incoming service. Listen to onboard announcements or speak to the staff on board.

Resplus ticket
If your journey is booked on a Resplus ticket, you are covered by the arrival guarantee. We will help you reach your final destination. Contact onboard staff or Customer Service if your train is delayed before departure.

Separate tickets
If you have purchased separate tickets with different operators, no arrival guarantee applies. Snälltåget’s responsibility then only covers the destination stated on your ticket.

Missed connection during international travel
For international journeys, Snälltåget cooperates with other railway companies under the Agreement of Journey Continuation (AJC). If you miss a connection, you are entitled to travel on the next available departure with the same operator at no extra cost.

This also applies to separately purchased tickets, provided sufficient transfer time was planned. We recommend at least 45 minutes in cities such as Copenhagen, Hamburg or Berlin.

To continue your journey, you will need a delay certificate from Snälltåget. This is issued by the train staff and must be presented together with your original ticket.